Cancellation Management
When customers want to leave, make it smooth and professional. And try to win them back.
Before Cancelling: Try This First
Offer a pause (30-90 days) instead
Offer a discount (20-50% off for 3 months)
Ask why they're leaving — listen to feedback
Suggest a lower-tier plan
These save 20-40% of cancellations.
How Cancellations Work
Customer requests cancellation
Set Cancellation Date:
Immediate (stop now)
End of billing cycle (finish the month)
30 days notice
Subscription state = "Cancelled"
No more invoices or charges after date
Access revoked on cancellation date
Step-by-Step: Cancel a Subscription
Go to Subscriptions
Find subscription to cancel
Click Cancel
Select Cancellation Date
Optional: Add cancellation reason (for feedback)
Click Confirm Cancellation
Email sent to customer: "We're sad to see you go"
After Cancellation Date
Day 0-1: Access revoked (customer can't log in)
Day 3: Send offboarding email with data export link
Day 7: Send "We miss you" win-back email
Day 30: Send final win-back offer (discount code)
Data & Refunds
Final invoice: Generated for any remaining charges
Unused balance: Issue refund or credit (configurable)
Data export: Provide invoice history, data downloads
Payment method: Remove and don't save (GDPR)
Cancellation Reasons (Feedback)
Track why customers cancel:
Too expensive
Found competitor
Not using it
Poor support
Feature request
Moving on (natural churn)
This feedback improves your product.
Win-Back Campaign
Send triggered emails to cancelled customers:
Day 7: "We miss you" + value reminder
Day 30: Limited-time offer (20-30% discount)
Day 90: "Last chance" offer + new features
Day 180: Stop (they're gone)
Metrics
Churn rate: % of customers who cancel per month
Win-back rate: % of cancelled customers who return
Cancellation reasons: Most common feedback
Voluntary vs involuntary: Choice vs failed payment churn
Tips
Always ask "why" — feedback improves product
Most win-back offers (25-35% discount) fail — be bold (50%)
Win-back is 5x cheaper than acquiring new customer
End-of-cycle cancellations = better UX (customer sees full month)
Track cohort churn — new customers churn different than long-term